最近搜索


没有最近搜索

Maxim Nikolenko's Avatar

Maxim Nikolenko

已加入2023年12月27日

·

最后活动2023年12月27日

关注

0

关注者

0

活动总数

2

投票

0

订阅

1

活动概览

的最新活动 Maxim Nikolenko

Maxim Nikolenko 进行了评论,

评论Zendesk messaging

I would appreciate if you could suggest some workaround for the following scenario

1. Customers uses a messaging widget for a self-service - the bot suggests some quick hints and solutions, they search for articles in KB. 
2. They encounter a problem and report it. Bot tries to pass the problem to a live agent. The agent notifies the user that the problem is being under investigation and there is an open/pending ticket. Such ticket can stay in this status for a several days
3. All this time the user can neither search for data in the KB (through widget), nor communicate with the bot, nor report a new problem, because all new messages will be sent to the same ticket. But the second problem may have a different context, it may be handled by a different department. 

It turns out that for the Messaging channel you can only have one unclosed ticket at a time. 

Is there any way to "unlink" a ticket from the messaging channel so that it would be linked, for example, to an Email. For example via API/Macros/Triggers

查看评论 · 已于 2023年12月27日 发布 · Maxim Nikolenko

0

关注者

1

投票

0

评论